Customer Support Executive

The Customer Support Executive will be responsible for handling all customer interactions across email, WhatsApp, social media DMs, and order support tools. This role plays a critical part in ensuring a smooth post-purchase experience, resolving customer concerns efficiently, and maintaining SkinBaes premium brand experience.

You will work closely with the operations, warehouse, marketing, and tech teams to ensure accurate, timely, and empathetic customer communication.

• Handle customer queries across Email, WhatsApp, Instagram DMs, and website chat.
• Respond to all customer messages in a polite, professional, and brand-aligned tone.
• Provide accurate information on orders, deliveries, products, offers, and policies.

• Track orders, shipments, delays, cancellations, and returns.
• Coordinate with logistics and warehouse teams for delivery-related issues.
• Handle refund, replacement, and RTO cases as per company SOPs.
• Escalate unresolved or sensitive cases to the manager with clear documentation.

• Update customer interactions, complaints, and resolutions in tracking sheets/tools.
• Maintain daily logs of open, resolved, and pending tickets.
• Flag recurring issues (delivery delays, damaged products, payment failures, etc.) to improve processes.

• Ensure customers feel heard, supported, and valued, even in difficult situations.
• Follow brand guidelines while communicating offers, apologies, or resolutions.
• Maintain confidentiality and professionalism at all times.

• 13 years of experience in customer support / e-commerce / D2C brands preferred.
• Strong written communication skills in English (Hindi or regional languages is a plus).
• Comfortable working with WhatsApp, email platforms, social media, and Google Sheets.
• Ability to stay calm and solution-oriented under pressure.
• Detail-oriented with strong follow-up and documentation skills.
• Basic understanding of online payments, COD, refunds, and delivery workflows.

• Someone who is reliable, accountable, and proactive.
• Not just a responder, but a problem-solver.
• Someone who understands that customer support directly impacts brand trust and repeat purchases.

Work Timings

• 9:30 AM 6:30 PM
• 6-days work week